Front Desk Receptionist

Job Description

Job Description

Job Description

Front Desk Receptionist

Reports To: Operations Administrator

Position Summary

The Front Desk Receptionist serves as the first point of contact for clients, visitors, referral sources, vendors, and staff at Attain Behavioral Health. This position is responsible for creating a welcoming, professional, and trauma-informed environment while managing front office operations, scheduling, communication, administrative support, office coordination, and daily operational functions. The Front Desk Receptionist plays a vital role in supporting clinical operations, maintaining regulatory compliance, and ensuring an organized, efficient, and client-centered office environment.

Essential Job Responsibilities

Reception & Client Services

• Greet clients, visitors, referral sources, vendors, and staff in a professional, courteous, and welcoming manner.

• Answer, screen, and direct incoming telephone calls.

• Assist clients with check-in and check-out procedures and ensure required administrative documentation is completed.

• Provide general information regarding agency services, appointments, office hours, and procedures while maintaining confidentiality and protecting client privacy.

• Maintain a clean, organized, and professional reception and waiting area.

• Assist clients with accessing telehealth appointments through the ANEW Doxy platform and connecting with Attain Behavioral Health providers.

Scheduling & Appointment Coordination

• Schedule new and returning client appointments within the Electronic Health Record (EHR).

• Coordinate psychiatric and medication management appointments with ANEW and other approved providers.

• Communicate appointment confirmations, cancellations, reschedules, and scheduling updates with clients and appropriate staff.

• Complete appointment reminder calls to promote attendance and continuity of care.

Laboratory Coordination

• Monitor incoming Millennium Laboratory toxicology results.

• Promptly notify designated clinical staff of confirmed positive laboratory results requiring clinical follow-up.

• Upload, route, and maintain laboratory reports within the Electronic Health Record in accordance with agency procedures.

• Maintain strict confidentiality of laboratory information in compliance with HIPAA and 42 CFR Part 2.

Administrative Support

• Maintain accurate client demographic and administrative records within the Electronic Health Record.

• Scan, upload, copy, fax, file, and distribute documents as needed.

• Process incoming and outgoing mail, packages, and correspondence.

• Maintain organized electronic and paper filing systems.

• Provide administrative and clerical support to leadership, clinical staff, and administrative departments as needed.

• Assist with special projects and other administrative duties assigned to support organizational operations.

Office Operations & Purchasing

• Monitor inventory levels of kitchen supplies, office supplies, clinical supplies, and client food, submitting purchase orders as needed.

• Prepare and submit approved purchase orders for operational supplies.

• Communicate with controller regarding purchase orders, inventory needs, order status, and deliveries.

• Receive, organize, and distribute incoming deliveries and shipments, reporting discrepancies when necessary.

• Prepare coffee each morning and maintain coffee station supplies.

• Maintain a clean, organized, and fully stocked kitchen and break room.

• Prepare and set up organization-provided lunches and daily client snacks and refreshments.

Communication & Team Collaboration

• Serve as a liaison between administrative, clinical, medical, and support staff to facilitate effective communication.

• Communicate scheduling updates and operational information to appropriate team members.

• Promptly report client concerns, facility issues, safety concerns, or operational needs to leadership.

• Participate in required staff meetings, trainings, and organizational initiatives.

Compliance & Professional Responsibilities

• Maintain compliance with HIPAA, 42 CFR Part 2, organizational policies, and all applicable state and federal regulations.

• Participate in compliance reviews, audits, and quality improvement initiatives as requested.

• Demonstrate professionalism, exceptional customer service, and a commitment to Attain Behavioral Health's mission, vision, and values.

• Perform additional duties as assigned to support organizational operations.

Client Support

When designated staff are unavailable or operational needs require assistance, the Front Desk Receptionist may:

• Print urine analysis (UA) labels.

• Label specimen collection cups.

• Receive and document urine specimens in accordance with agency procedures.

• Assist with transporting clients to scheduled appointments or approved destinations in accordance with agency policy.

• Complete approved store runs and supply pick-ups to support daily clinic operations.

Medication Support

When assigned, appropriately trained, and authorized, the Front Desk Receptionist may assist with medication distribution activities, including supporting scheduled medication pass at the end of the program day, in accordance with agency policy and all applicable state and federal regulations.

General Expectations

• Demonstrate the ability to effectively multitask and prioritize competing responsibilities while maintaining exceptional customer service.

• Adapt to changing operational needs and provide cross-departmental support to ensure continuity of services.

• Promote a welcoming, trauma-informed atmosphere for clients, families, staff, and community partners.

Qualifications

• High School Diploma or GED required; Associate's Degree preferred.

• Minimum of one (1) year of receptionist or administrative experience preferred.

• Experience in healthcare, behavioral health, or substance use treatment preferred.

• Proficiency with Microsoft Office Suite and the ability to learn Electronic Health Record systems.

• Strong organizational, communication, customer service, and multitasking skills.

• Ability to maintain professionalism and confidentiality in a behavioral healthcare setting.

• Valid Ohio driver's license with an acceptable driving record if transportation responsibilities are assigned.

Core Competencies

• Professionalism and exceptional customer service

• Compassion and trauma-informed communication

• Organization and attention to detail

• Time management and prioritization

• Confidentiality and ethical practice

• Teamwork and collaboration

• Adaptability and problem-solving

• Initiative and accountability

Work Schedule

• Full-time, on-site position.

• May be assigned to the Toledo or Beachwood office based on operational needs.

• Standard business hours with flexibility based on organizational needs.

• Schedule modifications must be approved by the direct supervisor and Human Resources.

Physical Requirements

• Ability to sit, stand, and walk throughout the workday.

• Frequent use of computers, telephones, printers, and other office equipment.

• Ability to occasionally lift and carry up to 25 pounds.